Customer Success Operations Manager

It’s an exciting time to work at Hive Streaming! We’ve been experiencing a year-on-year growth of more +100% for the past four years. In October 2020, we were also recognized as the SaaS company of the year in the Nordics.

In these turbulent times, great employee video communication is crucial for enterprises to create engagement and alignment across all teams in order to survive and succeed. At Hive Streaming, we are proud to offer pioneering technology to serve this demand. We currently help over 100 enterprise companies on the Fortune 500 list with understanding, securing and optimizing their video experience for the internal video communication with their employees.

We’re now looking to add a Customer Success Operations Manager in Stockholm to work closely with our Chief Customer Officer and our regional Customer Success teams in EMEA and US, to drive operational efficiency and scale in how we deliver towards our customers desired outcomes.

What to expect

As a Customer Success Operations Manager (CS Ops Manager), you will be working cross-functionally with different teams within Hive Streaming but with the primary stakeholders being the Customer Success team. Other teams that you’ll be working closely with on Hive’s side includes Sales Operations, Product, Customer Experience, Alliances and Partner Management.

The current Customer Success team is highly skilled and diverse, with members in both EMEA and US. At Hive Streaming, Customer Success is responsible for three core areas: Product Adoption, Customer Outcomes and Customer Advocacy. Therefore, being a CS Ops Manager at Hive Streaming means that you have an opportunity to enable scale and efficiency across all our customer success operations, to empower the team in their work of helping some of the most renown brands in the world achieve their desired outcomes and become advocates of Hive Streaming.

Increased creativity, fostered innovation and better employee relations. There are a lot of arguments on why Hive Streaming believes in workplace diversity. Today, we have 31 nationalities represented amongst our 100+ coworkers working around the world. The perfect fit for Hive is someone who thinks independently but works collaboratively to solve complex problems.

We will offer you…

A friendly, fun, international and customer-centric culture where we empower each other to keep the environment fast-paced and agile

The possibility to be a part of a highly innovative Customer Success team that is shaping the future of customer success

The possibility to work with some of the most renowned brands in the world and with strategic partner such as Microsoft and Workplace (from Facebook)

Professional and personal growth

Flexible working hours and conditions to enable work-life balance

Working as a CS Ops Manager

Working as a CS Ops Manager is one of the most important roles in any organization that wants to genuinely double down on efficiency and scale. Part of your job will therefore be to own the responsibility of understanding the friction points in our different customer journey’s along with blockers in the work of the Customer Success team. In doing so, you will then be working with reviewing and designing processes, introducing and following up on KPIs, establish best practices in terms of CS Playbooks, and have full ownership of our internal CS tech stack.

Key responsibilities:

- Enablement of the CS teams to drive efficiency and increased outcomes
- Reporting support to both the CS Team, Senior Leadership and Board of Directors (if and when necessary)
- Identification, definition and governance of customer segments, definition of our engagement models and how this is relevant to the different touch points throughout the customer journey
- Design and governance of our new customer risk framework
- Ensuring data integrity across our book of business and the KPIs and metrics that our team is responsible for
- Ensuring that the tech stack that we use is best-in-class and serves the needs of the team and indirectly, that of the customers
- Owner of our internal tech stack for CS
- Identification, introduction and governance of KPIs and metrics
- Design and implementation of processes, playbooks, workflows and automation
- Work closely with our Customer Content team to address content needs of the CSMs to unlock friction in the customer journey


The business outcomes of your work should result in an increase in Net Revenue Retention (NRR), Customer Lifetime Value (CLV) and overall Customer Advocacy of Hive Streaming. Day-to-day metrics include time to value (TTV), cost of retention, and indirectly through the CSMs, overall customer health score sub-metrics such as relationship score, license velocity, product usage breadth and depth, customer engagement and NPS.

As someone who works with identifying and addressing friction and needs throughout the customer journey, we expect that you have a deep sense of inner responsibility for sharing this knowledge internally and quantifying these within our company and advocate for how we are working on remedying these friction points.

Previous Experience

- 3+ years of experience within Customer Success
- Having worked in a CS Ops role is highly meritorious
- Fluent in English, both orally and in writing
- Experience and proven track record in working in a cross-functional team environment


Having worked for a hyper-growth SaaS company and experiene with Gainsight is highly meritorious

The perfect match will be…

- Result-oriented and structured who pursues challenging goals and works smartly to achieve

- A good communicator, strong presentation and storytelling skills


- High level of emotional empathy
- Growth mindset, positive and optimistic attitude
- High level of data literacy and understanding of translating correlation of data into actionable customer insights
- A planner who develops short- and long-range plans that are comprehensive and having a structured way of working
- Entrepreneurial, initiates, adjusts and manages change- and development efforts
- High energy level and driven by really making a difference both the lives of our Customer Success team but also, indirectly by doing so, our customers


- An initiator, who initiates activities and project independently and get others on board

We hope you are excited about this position at Hive and look forward to your application!

LI-SA